Technical Lead Engineer

Motive is seeking an experienced Technical Lead Engineer to join its Global Technical Support team. This role focuses on enabling Technical Support Engineers (TSEs) by building their product knowledge, troubleshooting skills, and investigative discipline to resolve issues independently or escalate appropriately. The Technical Lead acts as a hands-on technical resource, guiding TSEs through complex problems, explaining technical concepts, and ensuring continuous learning. This position is internally focused and does not involve direct customer communication. The ideal candidate will help identify recurring knowledge gaps and transform them into coaching materials, documentation, and knowledge-base improvements, ultimately enhancing the overall effectiveness of the support organization.

Key Responsibilities

- Assist TSEs with complex or unfamiliar technical issues when they are unable to determine the next troubleshooting step or resolution path.
- Review TSE investigations and provide actionable coaching on issue framing, hypothesis development, evidence gathering, testing, and documentation.
- Enhance TSE knowledge of Motive products, workflows, system behavior, hardware, integrations, and common failure modes.
- Model structured troubleshooting processes and teach TSEs to move from symptoms to evidence-based conclusions.
- Guide TSEs toward self-sufficiency by supporting their investigations rather than taking ownership of every issue.
- Coach TSEs in diagnosing whether issues stem from configuration, workflow, data, hardware, firmware, integrations, expected product behavior, or defects.
- Review and improve the quality of TSE escalations to Backline, ensuring clear reproduction steps, scope, impact, evidence, troubleshooting performed, and specific tasks are included.
- Coordinate with Backline for technical clarifications and help TSEs understand findings, resolutions, and root causes.
- Create and maintain product-specific troubleshooting guides, known-issue documentation, diagnostic checklists, technical FAQs, and reusable SQL queries or scripts.
- Identify common blockers and recurring investigation mistakes, delivering targeted coaching, examples, practice cases, and follow-up validation.
- Share recurring patterns and documentation gaps with senior Technical Leads for inclusion in broader enablement plans and knowledge-base priorities.
- Maintain accurate records of coaching themes and technical gaps to measure improvements in TSE capabilities.
- Collaborate with other Technical Leads to calibrate coaching approaches and maintain consistent technical guidance across teams and regions.

Required Qualifications

- Minimum of 2 years’ experience as a Technical Lead or in a senior technical support role, with a proven track record of solving complex technical issues and mentoring engineers.
- Deep knowledge of Motive products or comparable experience supporting complex SaaS, hardware, fleet, logistics, compliance, safety, or asset-management platforms.
- Strong coaching skills with the ability to explain complex product behavior clearly and practically.
- Proficient in investigation techniques using logs, SQL, APIs, DataDog, scripting, configuration analysis, and technical documentation.
- Experience diagnosing issues involving product workflows, data, hardware devices, firmware, integrations, and third-party systems.
- Ability to assess incomplete investigations, identify missing evidence or reasoning, and guide TSEs toward the correct next steps.
- Solid understanding of what constitutes a complete, actionable, and credible escalation to Backline.
- Skilled at balancing immediate technical assistance with long-term capability building to avoid dependency on Technical Leads.
- Excellent written and verbal communication skills for internal coaching, documentation, calibration, and technical discussions.
- Technical background in Computer Science, Engineering, or equivalent practical experience.
- Fluency in spoken and written English.
- Ability to collaborate effectively within a global Technical Support organization.
- Permanent employment status with no active warnings or Performance Improvement Plans, meeting internal eligibility requirements.
- Proven ability to produce documentation, troubleshooting guidance, queries, and knowledge-base content actively used by TSEs.
- Demonstrated success in coaching that leads to sustained behavioral improvements rather than one-time fixes.

Preferred Qualifications and Additional Information

Motive values diversity and inclusion and is an equal opportunity employer welcoming candidates from varied backgrounds, experiences, abilities, and perspectives. Candidates must be authorized to access commodities and technologies controlled under U.S. Export Administration Regulations, consistent with company policy. Some roles may require execution of a non-compete covenant depending on jurisdiction and role specifics. Interviews and training sessions may be conducted in person at one of Motive’s global offices.

Motive is a recognized leader in AI-driven fleet management solutions, serving nearly 100,000 customers worldwide across industries such as transportation, logistics, construction, energy, manufacturing, agriculture, and more. The company is proud to be a Forbes Cloud 100 company and an Inc. Magazine Best Place to Work.